Service Management Analyst

ServiceNow Administrator / Service Management Analyst

Location: Deerfield, FL (Hybrid – 3 days onsite)

Type: Contract

Job Summary

We are seeking a ServiceNow Administrator / Service Management Analyst with strong experience in CMDB, Discovery, Service Mapping, and IT Asset Management (HAM Pro & SAM Pro).

This role focuses on administration, configuration, and process improvement within ServiceNow, rather than heavy development. The ideal candidate will help bridge the gap between business users, business analysts, and the Managed Service Provider (MSP) while improving ServiceNow platform maturity.

The candidate should have strong knowledge of ServiceNow backend configuration and platform operations.

Key Responsibilities
• Support and enhance ServiceNow CMDB
• Maintain and optimize Discovery schedules
• Support and improve Service Mapping
• Manage and enhance Hardware and Software Asset Management (HAM Pro & SAM Pro)
• Maintain and improve ServiceNow Knowledge Management
• Assist with Service Catalog and workflow configuration
• Provide CMDB guidance during weekly CMDB Office Hours
• Work on ITSM ServiceNow stories and sprint activities
• Support User Acceptance Testing (UAT) for projects and platform updates
• Assist with ServiceNow reporting, dashboards, and integrations
• Support ITOM, ITAM, and ITSM related initiatives
• Create documentation, training materials, and knowledge articles

Planned Initiatives
• Improve and streamline CMDB maintenance processes
• Re-evaluate and mature the CSDM framework
• Implement additional ITAM Publisher Packs and vendor integrations
• Improve CMDB data reconciliation for discovered CIs
• Enhance CMDB self-service and reporting using ServiceNow and Power BI
• Develop training materials and documentation for CMDB and ITAM

Required Skills

ServiceNow
• Minimum 5+ years of ServiceNow experience
• Experience with:
• CMDB
• Discovery
• Service Mapping
• IT Asset Management (HAM Pro / SAM Pro)
• Service Catalog
• Knowledge Management
• Experience with Service Graph or integrations (e.g., Intune, Tanium, asset providers)
• Experience working with ServiceNow reporting and dashboards
• ServiceNow System Administrator Certification required

Additional Skills
• Strong analytical and problem-solving skills
• Experience with data analysis and reporting
• Excellent communication and stakeholder management skills
• Strong documentation and organizational skills
• Ability to work independently and meet deadlines

Nice to Have
• Power BI
• Power Apps
• Experience with Articulate software (for creating training materials)
• Experience creating training documentation, knowledge articles, and instructional videos

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status